NetSuite Customer Service Manager (CSM) - Individual Contributor

Oracle•Austin, TX

13d

About The Position

The Customer Success Manager (CSM) plays a critical role in ensuring clients achieve meaningful business outcomes through the effective adoption and optimization of Oracle-NetSuite solutions. This role blends customer success strategy, education-led adoption and relationship management while acting as a unified point of contact to guide customers toward their desired business outcomes while coordinating internal and partner teams for seamless execution and ensuring the customer sees the benefit of the services provided. The ideal candidate is a strong coach and facilitator with experience in business process improvement, ERP-enabled transformation, exposure to change management and capable of translating customer priorities into actionable plans and measurable results. The CSM maintains a services-oriented approach, with a strong focus on customer health, retention, and operational excellence.

Requirements

5+ years’ experience in client-facing advisory, or project/program management roles.

Nice To Haves

Bachelor’s degree in Business, Education, Psychology, Behavioral Science, or a related field.
Experience with NetSuite ERP or similar (Oracle Fusion, Acumatica, Infor, Microsoft Dynamics, Intacct, QuickBooks) is preferred. Equivalent will be considered.
Strong facilitation and stakeholder management skills.
Excellent written and verbal communication; ability to influence and present to C‑suite stakeholders.
Proven problem-solving, negotiation and consultative skills; ability to frame functional solutions to complex challenges and present them clearly to executives and practitioners.
Hands-on experience of ERP-related standards and business practices in common industries, with understanding of solution architectures, knowledge of industry standards and best practices, common challenges and pain points, and industry-specific applications and solutions.
Strong presentation, training, and group facilitation skills; familiarity with adult learning and audience engagement techniques for varied audiences.
Demonstrated program management skills, including cross-functional collaboration, risk assessment, and mitigation.
Stakeholder mapping and executive alignment skills; comfort facilitating workshops and EBR/QBRs with senior leaders.
Data analysis and customer journey mapping experience.
Ability to exercise discretion in prioritizing risks/issues, navigating ambiguity, and independently recommending mitigation strategies and process improvements.
Curiosity, continuous learning mindset, and success operating in fast-paced, cross-functional environments.

Responsibilities

Build and advise on execution of strategic adoption roadmaps that connect near-term quick wins to long-term plans; recommend optimization opportunities, including additional NetSuite capabilities or predefined solutions where appropriate.
Monitor client health and usage metrics; listen to customer priorities and provide proactive, iterative advisory guidance that connects system capabilities to business goals, aligning deliverables to outcomes and steering issues to resolution.
Own engagement governance, timeline, scope, change management, and user adoption plans; serve as the unified point of contact to secure decision-making and buy-in, accountable for driving the customer’s desired business outcomes.
Leverage education-led approaches and best practices to increase adoption and ROI.
Collaborate across Account Management, Solution Consulting, Customer Success Delivery (CS), Advanced Customer Support (ACS), Technical Support, and partner teams to ensure smooth transitions, clear governance, and risk/issue mitigation throughout the customer journey.
Orchestrate issue escalation and resolution by coordinating identified internal team resources; synthesize options and recommend paths that accelerate time-to-value.
Maintain a deep understanding of NetSuite functionality, relevant industry standards, and common back-office processes (e.g., Accounting, Inventory, Projects/Services) to advise on best practices and address customer business challenges.
Provide updates and potential guidance to billable delivery teams performing hands-on configuration without performing hands-on configuration yourself.
Strategize, plan and coordinate targeted enablement activities (e.g., UAT, go-live, post–go-live refreshers, SME enablement) using adult-learning techniques and process-based training to drive adoption of the configured NetSuite system.
Identifying product expansion, up-selling, and cross-selling opportunities, and collaborating with the sales team as appropriate.
Support Account Management Organization (AMO) in achieving successful renewals by proactively identifying expansion opportunities, monitoring customer satisfaction and health metrics, sharing customer feedback/sentiment and curating success stories that document measurable outcomes to demonstrate ROI and reinforce renewal value.
Communicate effectively with executive and functional stakeholders; present insights, recommendations, and outcomes in a concise, impactful way that influences decisions and accelerates adoption.
Create and maintain unique Customer Success Plans per account (goals, use cases, milestones, risks, owners, KPIs).
Deliver Business Reviews with executive sponsors.
Apply a defined risk framework (red/yellow/green), run root cause and corrective action for material issues, and document closure and lessons learned.

Benefits

Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
11 paid holidays
Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance